Customer experience expert and author John R. DiJulius reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. Packed with examples applicable to a wide range of industries, provides practical, realistic ways to: By quantifying and examining each phase of the "Customer Experience Cycle," reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level.